Manager, Customer Success

Job Description

Ready to Help Shape the Future of Legal Tech?!

At Litera, we don’t just build software, we transform how the world’s top law firms operate. Every day, we Raise The Bar™️ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here. 

Where You’ll Work

Hybrid: This position is based in one of the below locations and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least six days per month.

Available Office Locations: Austin | Chicago | Denver | New Jersey | Philadelphia | Raleigh

Why this Role Matters

The Manager, Customer Success (International) owns the outcomes that matter most — retention, adoption, and long-term customer growth across North America. In this role, you'll lead and scale a team of Customer Success Managers whose work directly shapes whether customers succeed with Litera. Your impact is measured in the value customers realize, the partnerships you deepen, and the revenue you protect — all while connecting regional execution to Litera's global Customer Success strategy.

What You'll Deliver

Leadership:

• Lead, coach, and develop a team of International Customer Success Managers, supporting customers across assigned regions.

• Build a high‑performing, engaged team capable of managing regional complexity, cultural nuance, and varied customer maturity.

• Establish clear priorities, capacity planning, and coverage models appropriate for international markets.

• Create an environment of accountability, collaboration, and continuous improvement aligned to Litera’s global standards.

Customer Outcomes & Retention:

• Ownership of renewal process, including accurate forecasting on SFDC. Own customer health, adoption, and retention outcomes across the customer portfolio.

• Ensure consistent execution of success plans, value adoption assessments, and Quarterly Business Reviews (QBRs) with customers.

• Proactively identify regional risks and partner with CSMs to implement mitigation and recovery strategies.

• Support renewal readiness and partner closely with Renewals and Sales teams to ensure value‑led, on‑time renewals.

Operational & Regional Excellence:

• Drive consistency and scalability of Customer Success processes across regions.

• Leverage customer telemetry and adoption data to identify trends, risks, and opportunities at both account and regional level.

• Partner with Customer Success Operations to refine reporting, playbooks, and tooling that support scale.

• Ensure strong CRM discipline, forecasting accuracy, and account hygiene across the team.

Cross‑Functional & Regional Collaboration:

• Act as an escalation point for strategic or at‑risk accounts.

• Collaborate with Product and Engineering to ensure customer feedback informs roadmap prioritization.

• Partner with Sales, Marketing, and Professional Services to support regional growth, advocacy, and expansion initiatives.

• Represent the voice of International customers in internal forums and planning discussions.

Strategic Contribution:

• Contribute to the evolution of Litera’s global Customer Success strategy.

• Support change initiatives including AI adoption, new product launches, and process transformation across regions.

• Provide insight and recommendations on regional trends, customer needs, and opportunities for improvement.

Success Measures:

• Gross and Net Revenue Retention across accounts.

• Customer adoption and value realization.

• Renewal readiness and risk mitigation.

• Team performance, engagement, and development.

• Consistent execution of global Customer Success standards.

What You'll Bring

Must-Haves:

• Proven experience leading Customer Success or Account Management teams.

• Strong record of driving adoption, retention, and value realization across diverse customer segments.

• Comfortable operating across regions, cultures, and time zones.

• Executive‑level communication skills with the ability to engage senior customer stakeholders.

• Data‑driven, with experience using customer health, adoption, and renewal metrics.

• Collaborative leader experienced in working cross‑functionally within a matrixed organization.

We know great candidates don’t always check every box. If you’re excited about this role, we encourage you to apply.

What You’ll Experience

• Team. A culture where people show up for each other and do the right thing.

• Reach. A truly global team solving complex, meaningful problems.

• Opportunity. Real growth opportunities, not just talk about them.

• Technology. Work at the intersection of legal expertise and cutting-edge AI.

• Impact. The chance to make an impact at scale, not just contribute.